,IRM4720 Assignment 2 (COMPLETE ANSWERS) 2025
(665706) - DUE 15 August 2025 ;100% TRUSTED
Complete, trusted solutions and explanations
SECTION A: WORKPLACE CASE STUDY [20
MARKS]
Organisation Background:
Siyakhula Financial Services (Pty) Ltd is a mid-sized financial
institution based in Johannesburg, South Africa. The company
offers personal loans, microfinance, and insurance services. In
2023, Siyakhula adopted the ITIL 4 framework to improve its
IT service delivery and support digital transformation initiatives.
1. Framework and Specific Components Implemented (4 Marks)
Siyakhula has implemented the ITIL 4 framework, with the
focus on the following specific components (not lifecycle
stages):
Incident Management
Change Enablement (formerly Change Management)
Service Request Management
Problem Management
Service Level Management
, These components were chosen to improve IT service quality,
minimise downtime, and ensure better alignment between IT
and business objectives.
2. Implementation and Objectives of Framework Components (8
Marks)
a) Incident Management:
Implementation: A centralised help desk was established,
with incidents logged using the ManageEngine
ServiceDesk Plus platform. Staff were trained to classify
and escalate incidents.
Objective: To restore normal service operation as quickly
as possible and minimise disruption to business activities.
b) Change Enablement:
Implementation: A Change Advisory Board (CAB) was
created. All changes are documented, assessed for risk, and
approved in weekly CAB meetings.
Objective: To ensure changes to IT services are assessed,
approved, and implemented with minimal risk and business
disruption.
c) Service Request Management:
Implementation: Common service requests (e.g., password
resets, hardware requests) were categorised in the self-
service portal.
Objective: To handle routine service requests efficiently
and improve user satisfaction.
(665706) - DUE 15 August 2025 ;100% TRUSTED
Complete, trusted solutions and explanations
SECTION A: WORKPLACE CASE STUDY [20
MARKS]
Organisation Background:
Siyakhula Financial Services (Pty) Ltd is a mid-sized financial
institution based in Johannesburg, South Africa. The company
offers personal loans, microfinance, and insurance services. In
2023, Siyakhula adopted the ITIL 4 framework to improve its
IT service delivery and support digital transformation initiatives.
1. Framework and Specific Components Implemented (4 Marks)
Siyakhula has implemented the ITIL 4 framework, with the
focus on the following specific components (not lifecycle
stages):
Incident Management
Change Enablement (formerly Change Management)
Service Request Management
Problem Management
Service Level Management
, These components were chosen to improve IT service quality,
minimise downtime, and ensure better alignment between IT
and business objectives.
2. Implementation and Objectives of Framework Components (8
Marks)
a) Incident Management:
Implementation: A centralised help desk was established,
with incidents logged using the ManageEngine
ServiceDesk Plus platform. Staff were trained to classify
and escalate incidents.
Objective: To restore normal service operation as quickly
as possible and minimise disruption to business activities.
b) Change Enablement:
Implementation: A Change Advisory Board (CAB) was
created. All changes are documented, assessed for risk, and
approved in weekly CAB meetings.
Objective: To ensure changes to IT services are assessed,
approved, and implemented with minimal risk and business
disruption.
c) Service Request Management:
Implementation: Common service requests (e.g., password
resets, hardware requests) were categorised in the self-
service portal.
Objective: To handle routine service requests efficiently
and improve user satisfaction.
